ComEd Reminds Customers of Weekend Customer Information System Upgrade
14 Fevereiro 2024 - 5:30PM
Business Wire
Upgrade will result in new customer account
numbers and improvement in the way ComEd serves customers
This week, ComEd plans to launch a large-scale initiative to
update its existing customer information system, which will allow
ComEd to better support its more than 4 million residential and
business customers, while improving the way customers interact with
their energy company.
During the multi-day transition period, the availability of most
ComEd self-service tools will temporarily be limited or offline
from the evening of Wednesday, Feb. 14 through at least Monday,
Feb. 19 to ensure the accurate transition of all customer data to
the new customer-information system. This will impact transactions
made by phone and through ComEd’s website or mobile app.
At the end of the transition, all customers will receive a newly
designed bill, as well as new, unique account numbers that, in the
future, can remain with them no matter where they receive service
within the ComEd service territory. In the past, customers received
a new account number each time they moved or started new
service.
“The transition to the new customer information system will
provide our customers with a more seamless experience by enabling
our customer account representatives to access customer information
more efficiently,” said Melissa Washington, ComEd's Chief
Customer Officer and Senior Vice President of Customer
Operations. “In turn, these upgrades will ultimately give
customers a more intuitive picture of their overall energy use and
provide more seamless access to programs that provide bill support
and help them save money and energy.”
This transformational upgrade is the largest system integration
project undertaken by ComEd’s parent company, Exelon. It will align
ComEd and its sister utilities, Baltimore-based BGE and
Philadelphia-based PECO, onto a common platform – a modern system
that will enable these companies to provide customer service at an
even higher level.
For information about the system conversion and benefits to
customers, visit ComEd.com/BillingUpdate.
New account numbers
Following the launch of ComEd’s new customer information system,
all residential and business customers will receive a newly
designed bill and new, unique account numbers. This means, except
in limited situations, that customer’s account number will remain
the same and follow the customer across the ComEd service
territory, whether they start new service, move to a new address,
or close an account and open another account later.
After the conversion is complete, customers can find their new
account number:
- in the upper right corner of their ComEd bills issued Feb. 20
or later,
- online at ComEd.com/MyAccount in the upper left corner of My
Dashboard,
- in the ComEd mobile app at the top left corner of the home
screen, and
- through a new, online lookup tool that will be available on the
ComEd.com website on or about Feb. 20, in conjunction with the
release of the new billing system.
Updating online payment services
For customers who set up their ComEd bill to be paid through
their bank or other financial institution’s bill-pay service, they
will need to update their ComEd payee record with their new account
number after the conversion to ensure payments are applied to their
accounts.
For customers who enrolled in ComEd’s Automatic Payment
(AutoPay) program, no action is necessary. These customers’ account
numbers will be updated automatically. Their monthly payments will
continue to be withdrawn from their designated checking or savings
account and applied to their new account numbers.
Self-Service tool availability
Customers are advised that most ComEd self-service tools will be
limited or offline during the conversion from the evening of
Wednesday, Feb. 14 through at least Monday, Feb. 19. This will
impact transactions made by phone and through ComEd’s website or
mobile app.
- From evening of Wednesday, Feb. 14 through Saturday, Feb.
17, customers will not be able to log into or process any
transactions through My Account. Customers will instead be able to
use the ComEd website and mobile app to report outages. Customers
reporting outages during these time periods will be asked to
provide their account number or the phone number associated with
their account for verification.
- Sunday, Feb. 18, the ability to make service requests
through ComEd’s website or mobile app will be unavailable to ensure
the accurate transition of customer data to the new
customer-information system. During this time, customers should
only contact the ComEd call center to report outages and
emergencies.
- Monday, Feb. 19, customers can return to using the ComEd
website and mobile app to report outages but will still be unable
to log into or process any transactions through My Account.
Customers reporting outages will be asked to provide their account
number or the phone number is associated with their account for
verification.
ComEd will also temporarily pause the acceptance of customer
requests for non-emergency service suspensions from the evening of
Wednesday, Feb. 14 through at least Monday, Feb. 19 so the company
can focus on unplanned outages and emergency requests.
For customers whose ComEd bills are due between Thursday, Feb.
15 and Tuesday, Feb. 20, ComEd suggests these customers consider
scheduling their electronic bill payment before Thursday, Feb. 15,
if possible, or scheduling their electronic payment for after
Tuesday, Feb. 20, as long as their payment does not fall after
their due date. Payments received during this period will be
processed once our systems are back online.
If a customer sends in their payment by mail, or sets up payment
through AutoPay, ComEd will apply their payment to their new
account number during the transition period.
For more information on this transition, please visit
ComEd.com/BillingUpdate.
ComEd is a unit of Chicago-based Exelon Corporation (NASDAQ:
EXC), a Fortune 250 energy company with approximately 10 million
electricity and natural gas customers – the largest number of
customers in the U.S. ComEd powers the lives of more
than 4 million customers across northern Illinois, or 70 percent of
the state's population. For more information visit
ComEd.com, and connect with the company on
Facebook, Instagram, LinkedIn,
X, and YouTube.
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